Page 2 - PDF Annual Report 2017 -2018

Click on all pictures with red dots to read more about them
YOU SAID...

In our 2015-16 Resident Survey, you said
you wanted Muir to:

Listen more - You felt we didn’t take your
views on board as much as we should.

Be more visible - You wanted to see more
of us on the ground, and be more accessi-
ble. Do more to recover

rent arrears - You said we didn’t do
Do more to sustain tenancies - You said enough to reduce arrears levels.
we could do more to help residents with
money worries. Get more repairs right first time - You
called for an improved repairs service
Provide more Value for Money - You told and better grounds maintenance.
us you wanted to see us do more with the
rent you pay.

Enhance communities - You felt we could
do more for communities too.
...WE DID

We listened. Tenancy Services Officers
now do regular estate inspections which
we advertise on Facebook and Twitter.

We update our website much more regu-
larly, launched a new property portal, We recruited staff from outside housing,
and are more active on social media. to broaden our existing skill set.

We refer more residents to our Money We revised Anti-Social Behaviour and es-
Advisors, host money-saving events, and tate management policies so we could be
provide more information about welfare more effective.
changes and how to manage money.
We got 90% of repairs right first time
We do more partnership working, ena- and focus on more grounds maintenance
bling us to do more for less. issues.

We introduced new Performance Indica-
tors and Customer Feedback Frameworks
to manage service levels more efficiently,
and do more with your comments.

We created Service Excellence Groups to
help deliver continuous improvement in
all areas.
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